Customer Service Representative I

Title: Customer Service Representative Location: Remote Contract: 5 months Description: Responds to complex telephone, electronic, and written inquiries from dental and vision professionals, groups, subscribers and brokers.

Communicates eligibility, benefits, claims status, policies, and procedures.

Documents each customer encounter or resolution in appropriate computer tracking system.

Expediently accesses reference materials to analyze and determine appropriate responses to telephone, electronic, and written inquires.

Identifies and reports system discrepancies to leader.

Accurately completes contact service forms and routes to appropriate department.

Utilizes contact tracking functionality to follow up on open calls to ensure resolution is achieved within agreed upon standards.

Meets and maintains metric standards.

Participates in training programs, as designated.

Must be able to work overtime as required.

Performs miscellaneous duties as assigned, including providing support to other departments, as necessary.

Skills/Experience Requirements: Personal computer and remote internet access A minimum of two (2) years of successful customer service work experience within a call center or related heavy customer contact experience Required to pass Customer Service Representative 2 tests Exceptional customer service skills, including ability to listen effectively and show excellent interpersonal skills to communicate in a pleasant, effective and professional manner using proper telephone etiquette Knowledge of dental terminology and procedures Ability to handle constant customer contact through forced workflow distribution Interpersonal and communications skills to work effectively with all levels of staff Strong organizational and time management skills and multi-tasking abilities Ability to prioritize and follow through Ability to maintain confidentiality Ability to perform basic mathematical calculations Ability to absorb and retain detailed information Ability to problem solve and use critical thinking skills Ability to learn and adjust to organization changes with systems, processes, and protocol Ability to deescalate customer calls and handle conflict resolution Ability to assess call priority and escalate to appropriate resource when necessary Ability to work independently, take initiative, and accept responsibility Exhibits core values of a customer-first organization Knowledge of policies, procedures and guidelines Education: High School Diploma or GED is required